Advanced Communication & Interpersonal Skills

Course Overview

Communication skills are one of the most important skills in the modern workplace. Communication skills help us to interact more effectively with colleagues at all levels of the organization; this requires a complex mix of skill and style and an ability to adapt to different personality types. To establish and promote a particular view or idea, or to communicate an unpopular message, requires confidence and empathy. To consistently achieve successful outcomes, it is necessary to have an in-depth understanding of what really happens during the process of communication. This communication skills training course introduces delegates to the fundamental dynamics of high impact communication. Effective communication is a critical element of successful supervision and leadership.  From one-on-one discussions to group presentations, this Course shows busy managers, supervisors and team leaders how to get positive results using proven communication techniques.

Course Objectives

By the end of this program, the participants will be able to deal with:

• Essential ingredients of good communication.
• Communicating with groups and modifying style depending on the audience
• Barriers to Effective Communication
• Skills related to non-face-to-face communication (telephone, email etc.)
• Communication Strategies
• Sharing knowledge with team members and other stakeholders
• Establishing networks for sharing best practices
• Communication as a Leadership Competency Framework

Course Methodology

• Pre-& Post Assessment.
• Interactive Lectures
• Case Studies (Workshop Style)
• Exercises
• Presentation
• Videos & Role pays
• Discussion
• Question and Answer

Who Should Attend

• Supervisors
• Section Leaders
• Team Leaders

Course Contents

Day 1:

Essential ingredients of good communication

• Characteristics of good communication
• A Business Communication Model
• Encoder/Decoder Responsibilities
• Medium vs. Channel
• Barriers to Communication
• Recognizing potential breakdowns in communication
• How to create a good first impression and project self confidence
• Dealing with tough people
• Handling difficult situations / Conflict management.
• Choosing the right language
• Strategies for Overcoming Barriers
• Verbal vs. Non-verbal Communication

 

Day 2:

Perception and Human Behaviour

• The process of dealing with differences
• The Process of Verbal Communication
• Definitions and barriers
• One-Way versus Two-Way Communication
• Dealing with Different Personalities and Difficult People
• Ways to cultivate relationships and resolve conflict
• Basic assumptions about assertiveness
• Managing your boss

Orientation

• Introductions and Goals
• Ground Rules
• Demographics
• Definition

Accepting New Information

• How We Think
• Perceptions
• Subconscious Activity

Day 3:

Diversity and Communication

• The Communication Process
• Work Place Communication
• Communication Across Cultures
• Barriers to Effective Communication

Cultural Communication Styles and Differences

• Myths and Stereotypes
• Origins of Myths and Prejudices
• How to Identify Personal Prejudices
• Impact of Stereotypes and Myths in the Workplace
• Panel-Stereotyping "Up-close and Personal"

Preparing for the Future

• Maintaining Change
• Mind Expansion

Day 4:

Communication as a Leadership Competency Framework

• Specialized communications.
• Building trust and credibility
• Empathy and building rapport
• Business communications.
• Handling Propaganda & Publicity.
• Internal versus external communications.
• Managing rumours.
• Predictability and the impact of surprise.
• Policies & Political communications.
• Campaigning
• Crisis Communications.